Upstream Works Featured in CMSWire’s Omnichannel Contact Center Guide

Modern customer experience demands more than just offering multiple support channels – it’s about seamlessly connecting them.

CMSWire’s in-depth guide, “The Ultimate Guide to the Omnichannel Contact Center,” required the deep expertise of industry leaders like Upstream Works’ CEO Rob McDougall. As such, Rob’s insights were prominently featured in the piece, including perspectives on how true omnichannel platforms eliminate silos, unify the agent experience, and bring real-time context to every customer interaction.

“A multichannel contact center has support for multiple channels…but each channel becomes a new data silo, a new application silo, and a new training silo. Omnichannel eliminates those differences and provides consistency across the board,” McDougall explains.

The article breaks down the critical differences between multichannel and omnichannel strategies, with expert insights into how AI, analytics, and unified interfaces are reshaping agent productivity and customer satisfaction.